Duncan Hughes| Australian Financial Review| 12 October 2019
https://www.afr.com/wealth/personal-finance/shop-around-to-beat-the-banks-loyalty-tax-20191010-p52zaw
Fed up with paying the “loyalty tax” and watching
new mortgage customers get a better rate? It’s time to shop around and make the
best of those new deals yourself – either to switch lenders or persuade your
own lender to give you a more attractive loan.
A borrower with a $1 million loan package can reduce monthly principal and interest home repayments by nearly $370 a month, saving more than $130,000 in interest over the life of a typical 30-year mortgage.
Even bigger savings are on offer to property investors and
for borrowers who choose a no-frills mortgage, rather than a package that
includes features ranging from credit cards to offset accounts.
But many borrowers shopping around for lower rates, more
features and improved service are discovering that divorcing their existing
lender can take a lot of time, money and hassle.
Consumers to blame for ‘loyalty tax’
Gareth Handy and his wife Stephanie decided to replace ME
Bank with ANZ as their loan provider when they moved from their apartment in St
Kilda, about seven kilometres from Melbourne’s central business district, to a
house in a nearby suburb. The birth of a son, Oliver, and expectation of more
children triggered the move.
Handy’s decision to change lenders was partly motivated by
finding a lower rate but more a reaction to problems with client service at ME
Bank, particularly online banking.
“Banks get you on board and then do not do a great deal to
retain you,” says Handy about his experience with ME Bank.
Handy’s experience is symptomatic of a problem seized upon
by politicians and regulators who claim major banks are pocketing about $3
billion a year by charging higher rates to their existing customers than their
new clients.
The “loyalty tax” being paid by existing borrowers describes rates and fees creeping up the longer a client stays with a lender, according to Australian Competition and Consumer Commission chairman Rod Sims. Banks have denied the charge.
“Over the past few years lenders have been competing for new
business by offering sharp interest rates,” says Steve Mickenbecker, group
executive for Canstar, which compares fees and rates.
“They’ve been able to do this by holding rates for existing
borrowers steady, which has left this group paying higher interest rates
compared to new borrowers.”
Lenders recently came under fire for “profiteering” by not passing on the whole 25 basis point cut announced earlier this month by the Reserve Bank of Australia.
Handy, a manager in the automotive industry, was chasing a
lower rate for his new home loan of $930,000 and $570,000 investment apartment
but is more interested in improved service, particularly online banking.
Gareth and Stephanie Handy (pictured with son Oliver) have
found it time-consuming and bureaucratic to move loans. Eamon Gallagher
“It’s not just falling rates – for me, ME’s service was not
great. We were always having to jump through hoops to get anything done.
It put us off,” he says.
“I was bitter about ME from the start. The service was slow,
the online applications took an eternity to load and were not efficiently
delivered.”
For example, he received a fine after the bank incorrectly
calculated the monthly payment on the combined mortgages was 2¢ short.
But the planned move to ANZ highlights the time, expense and
bureaucracy that can entangle even a comparatively simple process.
Handy has so far incurred expenses of a $350 discharge fee
to ME Bank, $240 in state registry taxes and $395 in fees for the ANZ loan
package.
The transfer, which was meant to be settled on Monday, has
been put back a fortnight because one of the letters from his middle name was
missing on the loan documents. That is likely to cost another $92 in lost
interest payments. “It is completely unacceptable,” he says.
ME’s chief experience efficer Ingrid Purcell replies: “We’re
always sorry to hear a customer is leaving. However, ME continues to invest in
its digital experiences and overall customer satisfaction is very high, with
recent Roy Morgan data showing ME in the top four for non-home-loan customers
and top five for home loan customers. Historically, ME has a net gain in
refinancers, particularly from the big four, as more customers realise they can
get a better deal from mid-tier banks and a better customer experience.”
Cate Bakos, president of the Real Estate Buyers Agents
Association of Australia, says borrowers can encourage existing lenders to
“sharpen their pencil” and offer a more competitive rate.
“It’s like buying something from Bunnings Warehouse,” says
Bakos about the retailer that promises to better any price offered by a
competitor. “They want to keep your business and will often come back with a
matching, or better, offer.”
For borrowers like the Handys, who want to change lender for
a range of reasons, there is the option of a loan package or a stand-alone
loan.
The accompanying tables highlights the differences in rates
charged to existing and new customers for loan packages from seven lenders. It
assumes the existing customers started their loans three years ago.
CBA, ANZ and NAB have not offered bigger discounts to new
borrowers for these products, but there may be discrepancies in rates for new
borrowers across their other home loans.
Others, such as Suncorp Bank, have sliced nearly 180 basis
points off the package rate for new borrowers compared to 115 basis points paid
by existing borrowers. The saving for new borrowers is almost $400 a month.
The discounts are even bigger for the investment loans, with
HSBC offering a 200 basis point discount (compared with 80 basis points for
existing borrowers), meaning a saving of almost $700 a month or nearly $251,000
over the life of the loan.
There are also savings for borrowers ready to forfeit some
of the features by opting for a “basic package”, which is also shown
in another table.
Buyers ready to shop around non-banks, mutuals and co-ops
are likely to find even cheaper rates, particularly special offers targeting
first-time buyers, or those planning to switch.
“Even basic loans usually allow extra repayments and redraw
so that borrowers are not giving up too much and can still achieve a
competitive interest rate,” says Mickenbecker.
Borrowers switching loans are also being offered low or no
fees, cash to cover legal costs, air miles or home appliances.
Chris Foster-Ramsay, a mortgage broker, says many smaller
lenders make market-beating one-off special offers but are reluctant to
renegotiate in later years when rates begin to creep up.
Big lenders are more likely to offer their package loan
borrowers a better deal, he adds.
Borrowers considering a new loan face tougher credit
scrutiny after the introduction of comprehensive credit reporting on October 1
that enables lenders to access more information from credit rating agencies.
Those with good overall credit could get a lower rate but
others can be charged a premium or find it more difficult to obtain credit.
Mortgage brokers recommend those applying for a loan to
regularly review their credit report, pay bills on time, pay the credit card
off in full each month and consider consolidating debt.
They also recommend setting up a file that contains 12
months’ bank statements and three to six months’ payslips.
Finder, which monitors market rates and fees, warns against
applying for loans with a variety of lenders. “Each time you apply for credit,
an inquiry is made on your credit file. Too many inquiries can have a negative
impact on your credit,” it says.